http://www.newgensoft.com/solutions/banking-finance/ Banking Transformation - Bridging the People, Process and Content Divide How would you like to transact with your bank in 2020? On vacation – relaxing on a beach, from your home or on the go? Most of us would prefer all three where time, place and medium don’t matter. Today, Banks are adapting to changing consumer behavior and are focusing on building new channels for interacting and transacting with them. The millennials in particular prefer banking anywhere, anytime and is therefore demanding innovative methods for availing banking services.

1. Banking Transformation
Bridging the People, Process and Content Divide

2. Driving Transformation Through
Process Automation
Banks today need systems beyond redundant activities like manual Enhanced customer experience can be
core banking. For improving hand–offs, needless paper movement, achieved by ensuring communications
productivity, centralization of back repetition of checks, reviews and more via customer preferred channels and
offices is an imperative, where non- system inputs than necessary. The key by enabling them to get access to the
customer facing activities can be processes which banks look forward to bank via multiple channels like mail,
moved from branch to central back automating will include Account fax, sms, phone, web portal, etc.
office. This ensures that most of the Opening, Loan Centralization and Customer on-boarding experience can
staff at branches is customer–facing Trade Finance. be improved by leveraging alternative
and performs value added services. channels of communication.
Process automation leads to greater
Using BPM & ECM, banks can build visibility and transparency across the Another important benefit offered by
centralized back offices and improve organization. This can be achieved BPM/ECM, is the ability to meet
overall customer experience. through real time dashboards; thus regulatory compliance and adhere to
In order to tap the benefits of enabling the enterprise to gain insight the SOPs, thus enforcing consistency.
centralization, process automation is a into the work-in-progress, user or BPM enables large organizations to
must. Digitization will help transform process performance and KPIs. outsource selectively, while
manual and paper-based processes Through measurement and tracking, maintaining visibility into those
across branches / head Offices into BPM can help identify the gaps and outsourced transactions.
electronic processes. This will remove bottlenecks in the process
eliminate all error- prone and thus optimizing process performance.
Enhanced Customer Experience Centralized Back-Office
Compliance & Standardization Digitization & Process
Automation
Outsource Selectively Visibility & Measurement
Driving Transformation through Process Automation
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT

3. Newgen Banking Solutions Universe
Newgen's highly configurable, flexible Corporate and Commercial Banking, request management solutions (for
and scalable products along with its Payment and Settlement, Lending Contact Centers) and customer
domain experience in banking have led &Mortgage and Retail processes. At the communication management solutions
to readymade point solutions being base of these processes are the solution are available in Newgen's kitty. All
offered to banks. These solutions are enablers provided by Newgen like these solutions for Banking ensure
working in numerous large scale Global Business Process Management, Content almost 100% compliance to the
Banks and are available to clients as Management and Rules Management regulatory standards, streamlined
soft template processes and off the etc. which are integrated with the processes enabling high productivity
shelf products. existing systems in a bank like Core and reduced costs. Also, the customer
Banking System, CRM, and ERP etc. communications management solution
The below diagram clearly
ensures standardization, customer
encompasses the spectrum of As an assembly line of the processes, it
experience and revenue maximization.
Newgen's solution for banking. The is possible to have a 360 degree view
following figure resembles an assembly with real time monitoring using
line which has multiple point solutions Newgen's Organizational Dashboard.
provided by Newgen for functions like For interacting with the end customers,
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CORPORATECOMMERCIAL PAYMENT & SETTLEMENT LENDING & MORTGAGE
Letter of Credit
Issuance Image Based Clearing Loan Origination
(Inward/Outward) Know Your Customer &
Commercial Loans Loan Servicing Customer Due Diligence.
Funds Transfer
Bank Guarantee Loan Underwriting Account Maintenance
Post Dated Cheques
Accounts Payable Forex Collections & Dispute Term Deposit Service
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Process Management Content Management Product Configurations User & Rights Management Rules Management
COMMON INFRASTRUCTURE
CRM ERP Internet Banking Legacy Systems
Core Banking Banking Industry Framework
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT

4. Centralized Loan Processing
Enabling complete operational visibility & control
The loan applications are received at the original documents at the branch it is automatically sent to the branch
remote branches by the customer itself. for resolution. The local database at
walking-in or by direct sales agents. remote site is also updated with status
These documents are then transmitted
These documents are then scanned, and transaction data for all live
to the central processing centre where
registered and minimal data entry is transactions. On authorization,
the authorization and approval
done. Additional supporting appropriate action is taken and loan is
processing takes place. The data entry,
documents such as proof of identity, disbursed to the customer along with
risk assessment and loan sanction is
proof of residence, etc. are also Collateral Contract.
done by the authorizer based on the
received and are scanned against the The client core application which
eligibility guidelines. The process can
enrollment number of the original keeps information about customers
be integrated with third party
application. The document images are and their transactions can be updated
verification agencies for customer
authorized by comparing them against with the Loan Details.
credit checks. If an exception is raised,
Success Stories
ŸProcess was time consuming ŸTurn Around Time Reduced by 50%
ŸSystems running in silos ŸIntegration with core system
ŸManual processing leading to low productivity ŸEmployee Productivity improved by 150%
ŸHigh operating costs ŸOperating Costs reduced by 30%
Loan Origination
Loan Originating Loan Takeover Mgmt Collection & Disputes ŸCurrent Economic Environment
Loan Underwriting Image Enablement of LOS Reconciliation Module ŸOperational Efficiency
Loan Servicing Customer Query Resolution ŸRisk Management
Loans Statements Archival
ŸProtection from predatory
Early Warning System Loans Statement consolidation
lending
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT

5. Loan Process Implementation for
a leading Bulgarian bank
Challenges Processes Automated Benefits
Ÿ Time consuming processing of ŸContract approval and facility • Integration with the core banking
loan documents input system
Ÿ APS the core banking system was ŸInitial and Further Disbursement • Initiating work from the core
running separately Credit Amendments banking system
Ÿ Integration required for proper ŸFurther Administration, • Contract generation
functioning Repayment • Master management in APS and
ŸProblem Loans, Liquidation and reference by OmniFlowTM
Archiving processes • Automation of 250 branches
• Implementation in Bulgarian to
enable the local language
support

6. Customer On-Boarding (Account Opening)
Account opening process can be will be scanned and routed for branch office for resolution. Automatic
initiated at the branch office where the document verification to the central email triggers can be sent to the client
user will fill in the information related to processing centre. for submission of missing documents at
the account-opening request. The same branch office. Post approval, the data
In case of any discrepancies like missing
can be scanned and used for data entry would be pushed to core banking for
document, expired passport etc., the
along with the other supporting Account Number generation. The user
Assessment Experts would raise an
documents required for Know Your would also be able to generate a
exception on the basis of which the
Customer (KYC) details. At this stage welcome kit which would be dispatched
transactions would be immediately
the signed CIF & additional documents to the customer.
forwarded to the concerned user at the
Process Modeler Dashboard
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT

7. 60% Reduction in Account Opening TAT
for a Fortune 500 bank
Challenges Processes Automated Benefits
Ÿ Bank first foray into retail banking Ÿ Account Opening, Maintenance Ÿ Opens 1200 accounts/day through
worldwide and Closure for Savings Account, 10 branches
Ÿ Ambitious customer acquisition Current Account & FD Ÿ TAT improved from 8 days to 3
targets Ÿ Outward Remittance days
Ÿ Long A/C opening cycle Ÿ Standing Instructions Execution Ÿ Better monitoring of branch
Ÿ Anticipating outsourcing for Ÿ TDS Process activities
keeping costs down Ÿ Outsourcing step allows automatic
Ÿ Time-consuming exception upload of bulk customer data
handling Ÿ Masking of signature and mobile
Ÿ Tracking physical documents as nos. for the outsourcing vendor
per Central Bank guidelines Ÿ Exception handling TAT reduced
by far
Ÿ Operational risk management via
KYC

8. Customer Experience Management
Customer Experience Management The key business challenges in Newgen's offering in Customer
(CEM) is the collection of processes a managing customer experience are:- Experience Management provides a
company uses to track, oversee and streamlined, consistent and effective
Ÿ To manage a consistent experience to
organize every interaction between a way of handling the day to day
customers across various touch points
customer and the organization transactions and interactions with
like Call Center, Front Desk, Helpdesk
throughout the customer lifecycle. The customers.
etc.
goal of CEM is to optimize interactions
Ÿ To reduce erroneous hand-offs and
from the customer's perspective and, as
customer servicing procedures
a result, foster customer loyalty.
Ÿ To simplify and standardize implicit
Newgen offers banks a seamless and policies and procedures buried in
automated Customer Experience multiple back-end systems
Management solution catering to Ÿ Differentiating customer concierge
multiple processes like Customer Query services by customer type
Resolution, Case Management and
Ÿ Dependency on Vendors/ IT experts
Contact Center Processes etc.
for performing minor changes on
different systems leading to escalated
costs
Newgen Customer Experience Management Framework
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT

9. Solution Highlights Benefits
Ÿ Unified application framework Ÿ Reduction in requests abandonment
Ÿ Online closure of requests with unified customer Ÿ 30% improvement of productivity via straight through
services interface processing
Ÿ Back office processing - workflow Ÿ 20% increase in customer acquisition and retention
Ÿ Multi-authorization facility (e.g. in credit line rates
increase) Ÿ End to End tracking of requests
Ÿ Process modeling to ensure agile configurations of Ÿ Cases of requests getting assigned to wrong back
business processes that can be defined and office units eliminated
modified by business Ÿ Bulk processing of requests leading to operational
Ÿ TAT association & escalations efficiencies
Ÿ Comprehensive MIS & dashboard Ÿ SMS/Email notification to customers
Ÿ Total visibility Ÿ Automated Rule Based Escalation And Exceptions
Management

10. Customer Communication Management (CCM)
In today's competitive world customer is existing customers and attracting new customer communication while driving
the most important asset to an ones. The communication is expected to the costs down. It has a proven track
organization and it is pertinent to retain be highly personalized, One-On-One record of implementations at leading
customers for sustainable growth. and over the preferred delivery channel. banks across the world.
Smart and effective customer Newgen's CCM solution helps banks in
communication is the key to retaining transitioning to new generation
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Newgen’s Unified Customer Communication Management Framework based on BPM and ECM platforms.
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT

11. Personalized Communication
Benefits
Consolidation of Statements Customer Centric Inline Advertisement
Ÿ Better customer experience by having a single view of Ÿ Utilize prime paper space for Personalized Inline
the customer's statements across Savings A/C, Advertisements
Investment, Loans, Credit Cards etc. Ÿ Rule-based profiling and segmenting of customers
Cost Improved Presentation
Ÿ Consolidated output saves paper, printing & postage Ÿ Communicating in customer’s preferred language
Ÿ Avoid wasteful & unread inserts Ÿ Adherence to corporate branding guidelines
Ÿ Reduced manpower for the entire process Ÿ Graphical analytic representation for taking informed
Electronic & Multichannel Delivery decision
Ÿ Failsafe and faster delivery of the correspondences through Compliance
Email & Mobile Ÿ Repository for statement archival and real time retrieval
Ÿ Tracking of bounced, undelivered, incorrect statements Ÿ Service duplicate statement request effectively
Ÿ Personalized messages over html body or attached pdf Ÿ Workflows for multi-level approvals
Ÿ Content and design consistency
Ÿ Any-time audit

12. Trade Finance Solutions
The move to Global sourcing in pursuit Processes like Letter of Credit, Letter of It requires seamless process automation
of lower supply costs has generally Guarantee etc. The paper-based which Newgen offers using its
increased the working capital required, processing of these transactions is time comprehensive suite with strong
introduced additional bottlenecks and consuming and labor-intensive. document management, imaging,
inefficiencies in the global supply chain. scanning, records management and
Newgen enables centralized processing
As significant amount of world trade is BPM capabilities.
of Trade Finance processes. Managing
settled through Letters of Credit (LC), a
trade finance involves processing and
considerable amount of money is
tracking of Letters of Credit and related
locked up in the financial supply chain
instruments at one central location for
due to inefficiencies in Trade Finance
the entire global operations.
Trade Finance Processes automated by Newgen
• Trust Receipt (TR) • Letter of Credit (LC) • Letter of Guarantee
• Banker's Acceptance (BA) • LC Issuance (LG)
• ECR Pre & Post Shipment (ECR) • LC Amendments • LG Issuance
• Local / Foreign Bills of Exchange Purchase / • LC Cancellation • LG Amendment
Negotiated Under LC • LC • LG Correspondence
• Onshore Foreign Currency Loan (OFCL) Correspondence • LG Closure
• Documentary Collection (Both Inward / • LC Closure • LG Cancellation
Outward)
• Bank Guarantee (BG)
Newgen's solution for trade finance leaner branches with no dependency Moreover, with an agile BPM platform
expedites trade transactions and on physical documents, anytime- and soft template based approach, the
minimizes potential data entry errors anywhere access of digitized solution can be implemented rapidly
by offering rich functionality in an documents, faster and informed for the customer with minimum time
automated environment. The decision making and automated to market.
automation results in greater central exception and resolution.
control over operations and efficient
tracking of instruments. The solution
brings overall benefits such as
shortened customer service times,
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT

13. Enabling Agility in Trade Finance
for a leading bank in EMEA
Challenges Processes Automated Benefits
• Bank was running various 15 Trade Finance Processes were Ÿ Providing business agility by
applications and worried about automated under the following enabling frequent process changes
upgrading the applications every processes Ÿ Reduced Turn-Around-Time for
time there was a change in the • Letter of Credit (LC) LC/LG issuance
business process
• Export Settlement Ÿ Availability of online images for
• Bank wanted to achieve business verification
• Letter of Guarantee Issuance &
agility by moving to a common
Amendment Ÿ Improved exception handling and
platform for all the processes
• Shipping Guarantee Issuance tracking
which could be changed easily
• Trust Receipt Settlement Ÿ Enhanced compliance with
complete accountability

14. Retail Banking
A/c Opening & Locker/Custodial Customer Request CRM Image
Maintenance Services Management Enablement
Term Deposit PoS A/c ATM Statements Statements
Services Management Processing Consolidation &
Distribution
Customer Statements
Services Archival
Corporate / Commercial
Applications
Cheque Clearing LC Issuance & Cheque Archival Inward & Outward
Process Amendment Clearing
Remittance Shipment Credit Cash Management Term Lending
Service
PDC Operations Bank Guarantee Cheque Collection/ Adhoc Contracts
Bulk Pay Orders generation
Interest/Dividend Commercial Loans Capturing Documents
Warrants at the point of sale
Credit Cards & Third Party
Credit Card Issuance Chargeback Bancassurance Reconciliation of
Credit Card Servicing ATM Statements Processing Utility Bill Management Visa and Master
Payment & Settlement
Fund Transfer Forex Cheque Processing Foreign Outward Remittances
SWIFT Virtualization Foreign Inward Remittances
100+ processes Account Opening, Signature Management
(e-Serve); pioneering work Loan Disbursal – TAT System, Inward Clearing
reduced to 1 day Process
20,000 checks in 4 hours;
Ombudsman Process,
Loan Proc Request Mgmt 700+ branches automated Integration with Core
System in 2 years; 40,000 loans per Banking Finacle
month
55 processes across LOBs Loan and Credit Card
implemented in just 8 30 min consumer loan Processing with Score
Check app
months approval in 4 countries
450 branches in 22 40% reduction in Account Loan Admin Process,
countries, 4 languages Interface in Bulgarian,
Opening Process TAT 250 branches
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT

15. Our Products
™ ™
Business Process Management Suite Forms Processing Engine
OmniFlow is a platform-independent, scalable Business Process OmniExtract is the data capturing solution which extracts business-
Management Suite (BPMS) that enables automation of organizational critical information from image documents and forms. It can extract
business processes. OmniFlow is designed to ease the creation, all possible kinds of information like Hand-printed/ Handwritten
deployment, modification and management of Business Processes. Characters, Optical Marks, Barcode, Machine-printed Characters
Built using open technologies, it has seamless integration abilities and MICR Fonts.
allowing it to be introduced into any IT infrastructure.
™
™
Invoice Processing System
Enterprise Content Management Suite
Newgen’s Invoice Processing System, with automatic data verification
OmniDocs is an Enterprise Content Management (ECM) Suite for
and validation capability, is a solution for automatic data capture
creating, capturing, managing, delivering and archiving large volumes
from semi-structured invoice documents. It also supports seamless
of documents and content. OmniDocs manages Scanned Document
integration with SAP and other ERP’s.
Images, Electronic Documents and Emails as records. It also supports
seamless integration with other enterprise applications.
™
™
Image-Based Check Clearing & Payment
Customer Communication Management Newgen’s ChequeFlow is an image based Cheque Processing
Newgen's Omni Output Management System (O2MS) delivers solution for inward and outward clearing. Advanced and highly
smarter & targeted communications for better customer configurable sub-systems for Automatic Signature Verification,
experiences. It offers the capability of leveraging prime paper space FOREX Cheque Processing, PDC Management, ECS/ACH
for customer centric inline advertisement, consolidation across mandates, add-ons for Cheque Deposit Machine/ Kiosks.
multiple products. It enables secure communication on improved
templates with rich designs and graphical representation of analytics
™
across multiple distribution channels. In addition easy archival &
retrieval of correspondences for presentment & efficient customer Governance, Risk & Compliance
request resolution is achieved using this enterprise application.
Compliance Manager is an integrated solution for Governance, Risk
and Compliance that’s geared to ensure compliance with standards,
™ best practices and guidelines of various regulatory acts.
Enterprise Reports Management and Archival
OmniReports stores trillions of computer-generated output pages
™
and reports in a highly compressed form. It has a high-speed ingestion
process with simple interactive definitions, enables instant access to Production and Distributed Scanning Suite
terabytes of reports independent of business application, and is fully OmniScan is a production and distribution software scanning for
searchable at field/row/page levels. OmniReports is ideal for sun- document image capture. It supports distributed scanning, image
setting of business applications as well as optimizing core system quality enhancement and delivery of documents to business systems.
performance by purging historical reports.
What Analysts Say Investors
Proven for Flexible and Value for Money
Large volumes Cost Effective
®
2010 BPMS & 2011, DOCCM 2011 BPM
2011 ECM MQ Wave Report Decision Matrix
Reports
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT

16. About Newgen
• Leading Global Provider of Business Process Management (BPM), Enterprise Content
Management (ECM) & Customer Communication Management (CCM)
• 900 installations across 50 countries
• Solutions for Banking, Insurance, Healthcare, BPO/SSCs, Telecom and Government
• Credited with some of the world's largest implementations
• Innovative culture, consistent R&D investments, 35 patents
• Employee strength 1100+
• Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3
Moments of Pride
“Marfin Laiki Bank is known for its innovating culture and focus on bottom line. The bank was always on the lookout for embarking on initiatives
like enterprise content management and business process management to introduce new ways of doing business improve operational efficiencies
and service levels. Newgen Software Technologies with vast experience in the finance and banking industries, has been the ideal partner for us in
realizing these initiatives, as it offered us a complete, comprehensive and mature set of tools and technologies that simply make things happen ...
The quantifiable increases in productivity speak for themselves"
- Marfin Laiki Bank
“… Newgen has enabled us to centralize a large number of our processes, resulting in leaner and efficient branches. Branches have been able to
focus on sales, while the processing activities are moved to centralized back office. TAT has been significantly reduced, leading to better customer
experience."
- Deutsche Bank
“Simple, Easy & Powerful"
- Bank Muscat
Singapore
Newgen Software Pte Ltd.
146 Robinson Road #03-00
Singapore 068909
Email: asiapac@newgensoft.com